In reply to Jeason.

Hello, Jeason,

Thank you for your feedback. We are currently ramping up our call center in China, to better serve our customers with Order Management support. And, we expect the delays you have encountered with case resolution and routing will not be an issue based on these actions.

**We are up-skilling our agents to ensure they have the appropriate communication skills and problem solving skills.

**We are also in the process of expanding the number of "elite agents" in each of our sites so that our agents have a quick escalation path and "one owner" for escalations.

**Our Customer Service Central Portal will help us route the cases directly to the right place to avoid hand-offs between agents.

Please use the Customer Service Central Portal, and you will have a view of all your cases, and there are instructions on how to escalate a case if you need immediate assistance.
http://www.cisco.com/cisco/psn/web/workspace

If you encounter problems with our escalation support, you can reach out to our Escalation Managers for assistance: US hours, SDEM-amer@cisco.com; APJ hours, SDEM-APJ@cisco.com.

Regarding your feedback on “replacement SO# for shipping and invoice amendments”, we will contact you directly to obtain more information.

We appreciate and welcome your feedback, thank you!